Olivia Overstreet

About

As a Content Lead at Cash App, I have 7+ years of experience in creating and managing content for various fintech products and features. I am certified in Knowledge Centered Service (KCS), a proven methodology for optimizing and streamlining internal and external content across multiple channels and platforms. I lead a team of content specialists who collaborate with cross-functional stakeholders to ensure our customer support teams receive timely and accurate content and communication resources anytime a product, policy, or process launches. My mission is to improve the customer experience and satisfaction by providing clear, consistent, and helpful content. I have successfully supported the Lyft IPO, the Uber acquisition of Postmates, the Chime Support content channel strategy, and the Cash App launch readiness framework and internal knowledge base. I have a strong background in content strategy, knowledge management, people leadership, and customer experience and operations.

Experience

• Content Lead, Knowledge Management · Cash App04-01-2024

  I lead a team of diverse content specialists, strategists, and technical writers focused on driving our help content and knowledge management strategy at Cash App. My team delivers optimal launch experiences for various fintech products and features.

• Content Lead, Product · Cash App07-01-2022 – 04-01-2024

  As a Content Lead for Product at Cash App, I was responsible for overseeing the creation and management of product-related content, ensuring it met the needs of our users and aligned with our overall content strategy.

• Program Manager, Knowledge Base · Chime06-01-2021 – 07-01-2022

  I managed the internal knowledge base for Chime Support (5,000+ agents) and owned the content channel strategy for phone, email, and live chat.

• Content Operations Manager · Uber01-01-2021 – 06-01-2021

  I helped support the Uber acquisition of Postmates. I led the content workstream and the transition of the customer experience knowledge base including support documentation, policies, self-serve and automation copy, customer responses, and internal/external Help Center articles.

• Knowledge Manager · Postmates Inc.02-01-2020 – 01-01-2021

  Leading the knowledge management and content team at Postmates, I drove the success of our internal and external support content using a VOC approach and KCS methodology. I partnered with customer experience and product teams to ensure our agents and customers were equipped with a digestible, accurate knowledge base.

Education

• Middle Tennessee State University (MTSU)Bachelor of Science - BS, Organizational Communication
• Middle Tennessee State University (MTSU)Minor, Marketing

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